Customer service: career success through customer loyalty
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boston ; Munich u.a.
Pearson
2014
|
| Ausgabe: | 6. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | X, 230 S. Ill. |
| ISBN: | 9780133056259 0133056252 |
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| 245 | 1 | 0 | |a Customer service |b career success through customer loyalty |c Paul R. Timm |
| 250 | |a 6. ed. | ||
| 264 | 1 | |a Boston ; Munich u.a. |b Pearson |c 2014 | |
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| 650 | 4 | |a Consumer satisfaction | |
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| 650 | 4 | |a Success in business | |
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Datensatz im Suchindex
| _version_ | 1804150708548665344 |
|---|---|
| adam_text | CONTENTS
FROM THE AUTHOR VI
ABOUT THE AUTHOR X
CHAPTER 1 KNOW WHY SERVICE MATTERS 1
GAINING A FOCUS ON SERVICE IMPORTANCE 2
CUSTOMER RELATIONSHIPS CAN BECOME
PARTNERSHIPS 4
POSITIVE WORD OF MOUTH GETS AND KEEPS
CUSTOMERS 5
THE DAMAGING COST OF A LOST CUSTOMER 6
TRANSLATING SLOGANS AND GOOD INTENTIONS
INTO A STRATEGY 9
CUSTOMER SERVICE CORE COMPETENCIES 10
THE ULTIMATE GOAL: DEVELOPING CUSTOMER
LOYALTY FOR LIFE 11
FINAL THOUGHTS 14
SUMMARY OF KEY IDEAS 14 * KEY
CONCEPTS 14 * REVIEWING THE
FACTS 15 * APPLYING THE IDEAS: INTERVIEW
SERVICE PROVIDERS 15 * BUILDING A
CUSTOMER SERVICE STRATEGY: YOUR ONGOING
CASE 16 * NOTES 17
PART 1 LIFE: LITTLE THINGS 19
CHAPTER 2 USE BEHAVIORS THAT ENGAGE
YOUR CUSTOMERS 20
BEHAVIOR AND PERSONALITY FACTORS THAT PLEASE
CUSTOMERS 21
INDIVIDUAL BEHAVIOR ACTION TIPS THAT CONVEY
PERSONALITY 22
ACTION TIPS FOR MAKING CONTACT WITH
CUSTOMERS 24
ACTION TIPS FOR ESTABLISHING RAPPORT WITH
CUSTOMERS 26
ACTION TIPS TO COMMUNICATE REASSURANCE TO
CUSTOMERS 28
ACTION TIPS FOR PROJECTING
PROFESSIONALISM 29
ORGANIZATIONAL ACTION TIPS THAT CONVEY A
CUSTOMER-CENTERED CULTURE 30
A FINAL THOUGHT 35
SUMMARY OF KEY IDEAS 35 * KEY
CONCEPTS 36 * REVIEWING THE
FACTS 36 * APPLYING THE IDEAS:
HOW DO BEHAVIORS INFLUENCE CUSTOMER
LOYALTY? 36 * APPLYING THE IDEAS:
HOORAY FOR WAFFLE HOUSE 37 * BUILDING
A CUSTOMER SERVICE STRATEGY: YOUR ONGOING
CASE 39 * NOTES 39
CHAPTER 3 LISTEN TO YOUR CUSTOMER (A BIG
LITTLE THING ) 40
DOESN T ANYBODY EVER LISTEN? 41
POOR LISTENING = THE #1 COMMUNICATION
PROBLEM 42
THE DIFFERENCE BETWEEN LISTENING AND
MERELY HEARING 43
WHAT CONTRIBUTES TO LISTENING? 43
LISTENING HABITS TO AVOID 48
POSITIVE STEPS TO BETTER LISTENING 52
A FINAL THOUGHT 55
SUMMARY OF KEY IDEAS 55 * KEY
CONCEPTS 55 * REVIEWING THE FACTS 55 *
APPLYING THE IDEAS: DISCOVER YOUR LISTENING
STYLE 56 * BUILDING A CUSTOMER SERVICE
STRATEGY: YOUR ONGOING CASE 58
CHAPTER 4 USE THE TELEPHONE CORRECTLY FOR
GOOD SERVICE 59
KNOW THE BENEFITS AND DRAWBACKS OF
TELEPHONE COMMUNICATION 60
ACTION TIPS FOR TELEPHONE USE
PROFESSIONALISM 61
ACTION TIPS ON WHAT TO DO AND SAY 63
ACTION TIPS FOR EXPRESSING YOURSELF ON THE
PHONE 66
ACTION TIPS FOR EFFICIENT USE OF THE
PHONE 70
CALL CENTERS: CENTRALIZED PHONE
HANDLING 73
A FINAL THOUGHT 74
SUMMARY OF KEY IDEAS 74 * KEY
CONCEPTS 75 * REVIEWING THE
FACTS 75 * APPLYING THE IDEAS: TRY
REWORDING FOR A BETTER TONE 75 *
III
IV CONTENTS
APPLYING THE IDEAS: HEAR THE
DIFFERENCE 75 * BUILDING A CUSTOMER
SERVICE STRATEGY: YOUR ONGOING
CASE 77 * NOTE 77
CHAPTER 5 USE FRIENDLY WEB SITES AND
ELECTRONIC COMMUNICATION 78
WHAT IS WEB-BASED CUSTOMER SERVICE? 78
RECOGNIZE DISADVANTAGES OF WEB-BASED
E-SERVICE 82
APPLY ACTION TIPS FOR AVOIDING E-SERVICE
PROBLEMS 83
UTILIZE ACTION TIPS FOR EVALUATING AND
GROWING E-SERVICE EFFECTIVENESS 85
A FINAL THOUGHT 86
SUMMARY OF KEY IDEAS 88 * KEY
CONCEPTS 88 * REVIEWING THE
FACTS 88 * APPLYING THE IDEAS:
EXPLORE THE WORLD OF E-SERVICE 88
* BUILDING A CUSTOMER SERVICE
STRATEGY: YOUR ONGOING CASE 90
* NOTES 90
PART 2 LIFE: INSIGHT 91
CHAPTER 6 RECOGNIZE AND DEAL WITH
CUSTOMER TURNOFFS 92
BE AWARE. BE VERY AWARE*RECOGNIZE PET
PEEVES ABOUT CUSTOMER SERVICE 93
GAINING INSIGHT: WHAT TURNS
CUSTOMERS OFF? 94
CREATE LOYAL CUSTOMERS 102
SOME FINAL THOUGHTS 104
SUMMARY OF KEY IDEAS 104 *
KEY CONCEPTS 105 * REVIEWING
THE FACTS 105 * APPLYING THE
IDEAS 105 * BUILDING A CUSTOMER
SERVICE STRATEGY: YOUR ONGOING
CASE 108 * NOTES 108
CHAPTER 7 INSIGHT INTO EMERGING TRENDS IN
CUSTOMER SERVICE 109
COMPANIES NEED TO ENHANCE ONE-TO-ONE
PERSONALIZATION OF CUSTOMER SERVICE 110
COMPANIES NEED TO UNDERSTAND SHIFTING
DEMOGRAPHIC NEEDS 113
COMPANIES NEED TO GRASP THAT CUSTOMERS
EXPECT TRANSPARENCY AND TRUST 114
UNDERSTAND THAT SOME THINGS REMAIN
CONSISTENT 115
A FINAL THOUGHT 119
SUMMARY OF KEY IDEAS 120 * KEY
CONCEPTS 120 * REVIEWING THE
FACTS 120 * APPLYING THE IDEAS 120
* BUILDING A CUSTOMER SERVICE STRATEGY:
YOUR ONGOING CASE 122 * NOTES 122
PART 3 LIFE: FEEDBACK 123
CHAPTER 8 GET CUSTOMER FEEDBACK 124
WHY FEEDBACK IS VITALLY IMPORTANT 125
REINFORCE, DON T CHALLENGE THE
CUSTOMER 128
ACT ON COMPLAINTS IN PRODUCTIVE WAYS 130
OTHER PROACTIVE WAYS TO GET FEEDBACK 131
A FINAL THOUGHT 137
SUMMARY OF KEY IDEAS 137 * KEY
CONCEPTS 138 * REVIEWING THE
FACTS 138 * APPLYING THE IDEAS: GETTING
CUSTOMER FEEDBACK 138 * BUILDING A
CUSTOMER SERVICE STRATEGY: YOUR ONGOING
CASE 140 * NOTES 141
CHAPTER 9 RECOVER THE POTENTIALLY LOST
CUSTOMER 142
UNDERSTAND THE CASE FOR CUSTOMER
RECOVERY 142
MAINTAIN HEALTHY ATTITUDES ABOUT CUSTOMER
RECOVERY 143
DEVELOP YOUR RECOVERY SKILLS 145
HANDLE THE OCCASIONAL CUSTOMER FROM
HELL 149
HANDLE A NASTY COMPLAINT LETTER OR
EMAIL 150
USE HUMAN RELATIONS SKILLS TO CONVEY
APPROPRIATE TONE 151
A FINAL THOUGHT 157
SUMMARY OF KEY IDEAS 157 * KEY
CONCEPTS 157 * SELF-TEST QUESTIONS 157
* APPLICATION ACTIVITY DEFUSING AND
RECOVERING THE UNHAPPY CUSTOMER 158
* BUILDING A CUSTOMER SERVICE STRATEGY:
YOUR ONGOING CASE 159 * NOTE 159
PART 4 LIFE: EXPECTATIONS 161
CHAPTER 10 EXCEED EXPECTATIONS WITH
VALUE 162
DEFINE A-PLUS VALUE: WHAT IT IS 162
CONTENTS
CREATE AN ENHANCED SENSE OF INTRINSIC AND
ASSOCIATED VALUE 164
SEVEN WAYS TO ENHANCE THE PERCEPTION OF
VALUE 166
A FINAL THOUGHT 174
SUMMARY OF KEY IDEAS 174 * KEY
CONCEPTS 174 * REVIEWING
THE FACTS 175 * APPLYING THE
IDEAS 175 * BUILDING A CUSTOMER
SERVICE STRATEGY: YOUR ONGOING
CASE 177 * NOTES 177
CHAPTER 11 EXCEEDING CUSTOMERS
EXPECTATIONS WITH INFORMATION 178
RECOGNIZE THE NATURE OF A-PLUS
INFORMATION 179
KNOW HOW TO PRODUCE A-PLUS
INFORMATION 181
USE TECHNIQUES THAT ENHANCE MESSAGE
CLARITY 184
CREATE AND SUPPORT CUSTOMER USER GROUPS
AND CLASSES 185
PAY SPECIAL ATTENTION TO A-PLUS INFORMATION
IN E-COMMERCE 186
EVALUATE YOUR A-PLUS INFORMATION
EFFORTS 187
A FINAL THOUGHT 188
SUMMARY OF KEY IDEAS 188 * KEY
CONCEPTS 188 * REVIEWING
THE FACTS 189 * APPLYING THE
IDEAS 189 * BUILDING A CUSTOMER
SERVICE STRATEGY: YOUR ONGOING
CASE 190 * NOTES 191
CHAPTER 12 EXCEED CUSTOMER EXPECTATION
WITH CONVENIENCE AND TIMING 192
UNDERSTAND A-PLUS CONVENIENCE AND
TIMING 192
HOW TO PRODUCE A-PLUS CONVENIENCE 193
GIVE SERIOUS REGARD TO CUSTOMER TIME AND
CONVENIENCE 194
CONSIDER THE USE OF VIRTUAL WAITING
TECHNIQUES 196
MAKE THINGS EASIER FOR CUSTOMERS 197
CREATE ONCE-AND-DONE SERVICE 197
MAKE DOING BUSINESS EASY 197
OFFER ANCILLARY SERVICES 198
SIMPLIFY THE PRODUCT 198
MEASURE YOUR A-PLUS CONVENIENCE
EFFORTS 199
A FINAL THOUGHT 200
SUMMARY OF KEY IDEAS 200 * KEY
CONCEPTS 200 * REVIEWING
THE FACTS 201 * APPLYING THE
IDEAS 201 * BUILDING A CUSTOMER
SERVICE STRATEGY: YOUR ONGOING
CASE 202 * NOTES 202
PART 5 LIVING LIFE AND LEADING
OTHERS 203
CHAPTER 13 INFLUENCING OTHERS TO GIVE
GREAT SERVICE 204
ARTICULATE A VISION: WHAT MANAGERS SHOULD
DO FIRST 205
PLAN A STRATEGY FOR CUSTOMER
LOYALTY 206
ORGANIZING PROCESSES, PEOPLE, AND RESOURCES
TO ACHIEVE THE VISION 207
LEAD AND MOTIVATE EMPLOYEES 208
ACKNOWLEDGE THAT CUSTOMER SERVICE WORK
CAN BE STRESSFUL 209
CREATE AND SUSTAIN AN EFFECTIVE
ORGANIZATIONAL CULTURE 211
CONTINUOUSLY HARVEST A-PLUS IDEAS 212
INFLUENCING OTHERS TO CHANGE 214
CONTROL THE PROCESSES 216
EMPOWER EMPLOYEES 217
TIE THE REWARD SYSTEM TO APPROPRIATE
ACTIONS 218
A FINAL THOUGHT 219
SUMMARY OF KEY IDEAS 219 * KEY
CONCEPTS 220 * REVIEWING THE
FACTS 220 * APPLYING THE IDEAS 220
* BUILDING A CUSTOMER SERVICE STRATEGY:
YOUR ONGOING CASE 222 * NOTES 222
APPENDIX: HOW TO LEAD OR PARTICIPATE IN AN A-PLUS
IDEA-GENERATING MEETING 223
INDEX 228
|
| any_adam_object | 1 |
| author | Timm, Paul R. |
| author_facet | Timm, Paul R. |
| author_role | aut |
| author_sort | Timm, Paul R. |
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| callnumber-search | HF5415.5.T513 2001 |
| callnumber-sort | HF 45415.5 T513 42001 |
| callnumber-subject | HF - Commerce |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)859390468 (DE-599)BVBBV041252900 |
| dewey-full | 658.8/1221 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 21 |
| dewey-search | 658.8/12 21 |
| dewey-sort | 3658.8 212 221 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 6. ed. |
| format | Book |
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| id | DE-604.BV041252900 |
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| indexdate | 2024-07-10T00:43:13Z |
| institution | BVB |
| isbn | 9780133056259 0133056252 |
| language | English |
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| physical | X, 230 S. Ill. |
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| publisher | Pearson |
| record_format | marc |
| spelling | Timm, Paul R. Verfasser aut Customer service career success through customer loyalty Paul R. Timm 6. ed. Boston ; Munich u.a. Pearson 2014 X, 230 S. Ill. txt rdacontent n rdamedia nc rdacarrier Customer services Consumer satisfaction Customer relations Success in business Kundendienst (DE-588)4135134-4 gnd rswk-swf Unternehmenserfolg (DE-588)4223768-3 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf Kundenbindung (DE-588)4384508-3 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Unternehmenserfolg (DE-588)4223768-3 s Marketing (DE-588)4037589-4 s Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s DE-604 Kundenbindung (DE-588)4384508-3 s Kundendienst (DE-588)4135134-4 s Verbraucherzufriedenheit (DE-588)4129147-5 s 1\p DE-604 SWB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026226907&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Timm, Paul R. Customer service career success through customer loyalty Customer services Consumer satisfaction Customer relations Success in business Kundendienst (DE-588)4135134-4 gnd Unternehmenserfolg (DE-588)4223768-3 gnd Marketing (DE-588)4037589-4 gnd Kundenbindung (DE-588)4384508-3 gnd Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Beziehungsmanagement (DE-588)4326109-7 gnd |
| subject_GND | (DE-588)4135134-4 (DE-588)4223768-3 (DE-588)4037589-4 (DE-588)4384508-3 (DE-588)4236865-0 (DE-588)4129147-5 (DE-588)4326109-7 |
| title | Customer service career success through customer loyalty |
| title_auth | Customer service career success through customer loyalty |
| title_exact_search | Customer service career success through customer loyalty |
| title_full | Customer service career success through customer loyalty Paul R. Timm |
| title_fullStr | Customer service career success through customer loyalty Paul R. Timm |
| title_full_unstemmed | Customer service career success through customer loyalty Paul R. Timm |
| title_short | Customer service |
| title_sort | customer service career success through customer loyalty |
| title_sub | career success through customer loyalty |
| topic | Customer services Consumer satisfaction Customer relations Success in business Kundendienst (DE-588)4135134-4 gnd Unternehmenserfolg (DE-588)4223768-3 gnd Marketing (DE-588)4037589-4 gnd Kundenbindung (DE-588)4384508-3 gnd Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Beziehungsmanagement (DE-588)4326109-7 gnd |
| topic_facet | Customer services Consumer satisfaction Customer relations Success in business Kundendienst Unternehmenserfolg Marketing Kundenbindung Kundenmanagement Verbraucherzufriedenheit Beziehungsmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026226907&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT timmpaulr customerservicecareersuccessthroughcustomerloyalty |